Hybrid IT Service Operations Lead - Retail Tech

End. Clothing; Washington; Hybride; GBP 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

33 days holiday

Flexible working (2 days WFH)

40 Hours per week

Holiday trading

Your birthday off

Employee Assistance Programme

Healthcare Cashback Plan

Staff discount

Pension

Professional development

Résumé du poste

END. Clothing is seeking a Service Operations Lead to steer the IT service operations team across retail stores, warehouse, head office and remote sites. You will own the service desk, manage endpoint devices and drive efficiency and customer-focused support.

The role requires strong ITIL knowledge, hands-on tooling like Intune/Jamf/EDR, and a calm, data-driven approach to maintain high service levels. Travel to UK/Europe sites is expected.

Qualifications

• Proven experience leading an IT support or service desk team.
• Deep experience in endpoint and asset management (Mac and Windows) incl. lifecycle and licence mgmt.
• Hands-on with Intune, Jamf or similar endpoint tooling.
• Strong ITIL knowledge and service delivery practices.
• Experience defining, managing and reporting on SLAs/KPIs.
• Experience with ITSM / service desk ticketing platforms.
• Good knowledge of Microsoft 365 administration and identity platforms.
• Understanding of infrastructure and security tooling.
• Knowledge of end-user hardware (laptops, mobile devices, printers, AV).
• Excellent troubleshooting and diagnostic skills.
• Strong organisational skills and ability to balance priorities.
• Willing to travel UK/Europe.
• Strong communication and influencing skills.

Responsabilités

• Lead and develop the Service Operations team with clear objectives and workload management.
• Own day-to-day service desk operations and incident triage within SLAs.
• Define, monitor and report on SLAs, KPIs and service performance.
• Embed ITIL-aligned processes for incident, request, problem, change and knowledge management.
• Own end-user device lifecycle (Mac and Windows) from procurement to disposal.
• Maintain asset registers and licence management across hardware and software.
• Oversee software licence management across MS 365 and other SaaS.
• Manage endpoint configuration with device management tooling.
• Partner with retail, warehouse, customer service and head office teams.
• Handle escalations with Infrastructure, Security, Applications and suppliers.

Connaissances

IT leadership

Endpoint & asset mgmt

Endpoint tooling

ITIL

SLAs & KPIs

ITSM tools

M365 administration

Security tooling

End-user hardware

Troubleshooting

Organization

Travel

Communication

Retail / fashion experience (Desirable

Driving licence

Formation

Level 5 professional qualifications

ITIL Foundation

Outils

Microsoft Intune

Jamf

ManageEngine Endpoint Central

Description du poste

END. Clothing is seeking a Service Operations Lead to steer the IT service operations team across retail stores, warehouse, head office and remote sites. You will own the service desk, manage endpoint devices and drive efficiency and customer-focused support.

The role requires strong ITIL knowledge, hands-on tooling like Intune/Jamf/EDR, and a calm, data-driven approach to maintain high service levels. Travel to UK/Europe sites is expected.